• Drive daily operations/ Incidents /escalations in SC3 • Track action items to closure • Make sure the documentation on issues updated • Knowledge of ITIL service management process • Has good knowledge of reporting and ppt skills • Attitude to learn new things • Good communication skills • Flexible working hours if required (during IST) • Daily status update to Cisco SL/SM • Track GSE Goals closely and send weekly/monthly report • Cover weekend only if there are P1/P2 issues. • Cover month end and quarter end weeks